Purchasing tickets for a concert, sporting event, or show is always exciting. However, sometimes plans change and you need to get a refund on those tickets. If the event was postponed, rescheduled, or cancelled, most major ticket sellers like Ticketmaster have policies in place to provide refunds or credits to customers. But what happens when you request a refund and don’t receive one? Here are some steps you can take if Ticketmaster won’t process your refund request.
Check if the event allows refunds
The first thing to check is whether or not the event you purchased tickets for allows refunds. Each event has its own refund policy set by the organizer or venue. Ticketmaster’s purchase pages and confirmation emails include details on the refund policy for that specific event.
Generally, if an event is postponed, rescheduled, or canceled completely, refunds are allowed. But other events may have a no refund policy clearly stated upfront. Make sure you review the policy for the event you bought tickets for. If refunds are not allowed regardless of circumstance, you likely don’t have any recourse with Ticketmaster for a refund.
Common Ticketmaster refund policies
Here are some of the most common refund policies you’ll see on Ticketmaster:
- Full refund if event is canceled – this is the most favorable policy for customers and guarantees your money back if the event does not occur.
- Refund if event is rescheduled and you cannot attend new date – provides flexibility if you can’t make the new scheduled date.
- No refunds – the strictest policy, you’ll be unable to get money back unless required by law.
- Other partial refund policies – some events may have specific windows for partial refunds, like 90% refund if canceled 60+ days out from event.
Again, check the specific policy for your event before proceeding with a refund request. The organizer may provide refunds even if Ticketmaster does not.
Request a refund promptly
If your event does allow refunds, make sure to request one promptly through Ticketmaster. Most policies have a time limit, such as refund requests must be made within 30 days of the event being canceled. The sooner you can process a refund, the better.
Here are the steps to request a refund on Ticketmaster:
- Access your Ticketmaster account online or via the mobile app.
- Find the event order – you’ll see status indicators if the event was canceled, postponed, or rescheduled.
- Select the “Request a Refund” button or link.
- Choose which tickets you want to refund if you bought multiple.
- Confirm your refund request.
You’ll receive a confirmation email that your refund request was submitted. Expect an email notification if/when your refund is processed.
Tips for smooth refund requests
Follow these tips for the best chance of getting a swift refund:
- Request within 30 days of a cancellation or policy window.
- Double check you requested a refund properly – look for the confirmation email.
- Only request refunds for tickets you actually purchased yourself.
- Avoid resale sites as refunds typically must go to the original buyer.
Submitting the electronic refund request is the fastest way to start the process. Now you’ll have to wait for Ticketmaster to process the refund.
Follow up if the refund is delayed
While Ticketmaster states they process refunds within 30 days after an event is canceled, it can sometimes take much longer. If you haven’t received your refund after the stated time period, follow up to check status and see if you need to reapply.
Start by checking your email and Ticketmaster account to confirm if the refund request was received and processed. If you don’t see any status, reach out to Ticketmaster via their online contact form:
- Go to https://www.ticketmaster.com/contact
- Select “Refunds” as the topic of your inquiry.
- Choose the event your refund is for.
- Provide order details like date of purchase and ticket numbers.
- Enter any other details like bank statements showing no refund received.
- Double check the confirmation number for your records.
You can also try reaching out on social media channels like Twitter. Comment publicly about the lacking refund to see if you can get help from their customer service team faster.
If contacting Ticketmaster directly does not resolve the delayed refund, you may need to dispute the charges with your bank or credit card company.
When to dispute a charge
We recommend disputing the charge in these scenarios:
- It’s been over 45 days since requesting the refund with no update.
- Ticketmaster says the refund was processed but you have not received it.
- You are told you are no longer eligible for a refund but believe you should be based on policy at time of purchase.
Disputing a credit card charge starts the process where your bank investigates the charge and refunds you if appropriate. The burden then falls on Ticketmaster to prove the charge is valid.
Dispute the charge with your bank or credit card company
If you’ve waited long enough and followed up with Ticketmaster to no avail, it’s time to open a dispute. Here’s the process:
For debit card purchases
1. Contact your bank and state you wish to dispute a charge. Provide:
- Date of the transaction
- Merchant name (Ticketmaster)
- Amount
- Reason for dispute
2. Complete and sign any dispute forms required by your bank. Provide any supporting documents like refund policies or communication attempts.
3. Your bank will investigate the dispute and potentially issue provisional credit while doing so.
4. If your bank finds the dispute valid, you’ll receive a permanent refund. If not, the provisional credit is reversed.
For credit card purchases
1. Look on your credit card statement for the transaction and dispute policy.
2. Call the number listed to communicate your dispute request. Provide relevant dates, amounts, and reason.
3. You may be asked to submit the dispute claim in writing within a certain timeframe.
4. The credit card company investigates the dispute claim. Provisional credits are sometimes issued in the meantime.
5. If found valid, the refund becomes permanent. If not, the temporary credit is reversed.
This process typically takes 30-90 days for resolution depending on the bank/credit card issuer. Ticketmaster may be asked for evidence the charge is valid during the dispute process.
Get help from your state Attorney General
If you get nowhere directly with Ticketmaster or through your bank, consider reporting your issue to your state Attorney General’s office. They may be able to intervene or investigate on your behalf for a resolution.
Find consumer complaint contacts for your state AG office here:
State | Phone | Email/Online Form |
Alabama | 800-392-5658 | https://ago.alabama.gov/contact-form |
Alaska | 888-576-2529 | https://acoa.alaska.gov/webform/consumer-complaint-form |
Arizona | 602-542-5763 | https://www.azag.gov/complaints/consumer |
Arkansas | 800-482-8982 | https://arkansasag.gov/forms/file-consumer-complaint/ |
Provide details on your Ticketmaster order, attempts to refund, and any communication back from their customer service. The AG can formally contact Ticketmaster to investigate questionable refund practices or non-compliance with state regulations. Having the backing of your AG complaint may finally prompt Ticketmaster to issue the refund.
Submit a complaint to the BBB
The Better Business Bureau provides consumer protection by investigating complaints against businesses. Consider submitting a complaint to the BBB detailing:
- Background on the Ticketmaster order
- Reason a refund should be issued (event cancellation, policy allows refunds, etc)
- Steps taken to obtain refund (requested within timeframe, followed up repeatedly)
- Ticketmaster’s response or lack of response
- Desired resolution – the refund you are owed
BBB complaints are public and help document an issue for other customers to see. Ticketmaster may respond directly to resolve a BBB complaint to avoid negative attention. If the company does not address complaints, the BBB can downgrade their rating.
To submit a complaint:
1. Go to BBB.org
2. Search for Ticketmaster and go to their business profile
3. Click “File a Complaint”
4. Fill in the online form detailing your experience
BBB complaints can be resolved within 30-90 days in many cases. This provides an alternate path to reach resolution if you hit roadblocks with Ticketmaster directly.
Take legal action as a last resort
If you still cannot get Ticketmaster to issue a refund after exhausting all other options, legal action may be a last resort. You can file claims in small claims court without a lawyer in most states for amounts up to $5,000-$10,000.
The process varies by state but typically involves:
- Filing a claim form at your local courthouse, detailing damages (amount to be refunded)
- Paying a small claims court fee
- Serving notice to Ticketmaster that you’ve filed a claim
- Attending a court hearing where a judge hears arguments and makes a binding decision
To boost your case in small claims court:
- Bring all documentation about the ticket order, refund policy at time of purchase, and communication attempts to obtain refund.
- Make your case clear by outlining the timeline of events and rights to a refund per policy.
- Stay calm and focus just on the facts of your particular situation.
If the judge agrees Ticketmaster improperly withheld a refund, they may award you the refund amount plus court fees.
The time and costs associated with small claims court make it a last resort. But when you are owed a refund and cannot obtain it through regular channels, legal action can provide a resolution.
Conclusion
Getting a refund from Ticketmaster starts with checking if the event you purchased tickets for allows refunds at all. If so, promptly submit a refund request and follow up if it takes longer than stated to process. You can dispute the charge through your bank or credit card issuer if Ticketmaster drags their feet or wrongly denies the refund. Reporting the issue to your state Attorney General or the BBB also puts pressure on Ticketmaster to correct the situation. Small claims court provides a legal means to possibly obtain your refund, but should be used as a last resort after exhausting other options.
With patience and diligent follow up, you can get a refund processed for a postponed, rescheduled, or canceled event through Ticketmaster. Carefully reading refund policies, acting quickly, and escalating the issue when needed will help secure the swift refund you deserve.
Frequently Asked Questions
How long does Ticketmaster have to provide a refund?
Ticketmaster aims to process refunds within 30 days after an event’s cancellation. However, it can often take much longer in reality – up to 90 days or more in some cases based on reports.
Can I get a refund if I simply can’t go to the event anymore?
Unless expressly allowed by the event’s refund policy, you typically cannot get a refund from Ticketmaster simply because you personally cannot attend. Events with a “no refunds” policy will not provide refunds for changing personal circumstances.
What if I bought tickets from a reseller instead of Ticketmaster directly?
If you purchased through an unauthorized ticket resale site, you likely have no recourse with Ticketmaster for a refund. Refunds must typically go to the original ticket purchaser. Buy directly from Ticketmaster to have the ability to request refunds when applicable.
Can my credit card company reverse the charges if I choose?
Yes, credit card companies have a chargeback process where you can dispute charges from merchants. If found valid, they will reverse the charge against the merchant’s wishes. However, chargebacks should only be used as a last resort if the merchant refuses to issue a proper refund.
Are refund timeframes legally binding?
No, timeframes advertised for refunds (ex. 30 days) are policies but not laws. However, many states have laws regarding reasonable timeframes for refunds of canceled events (typically under 6 months). You can report significantly overdue refunds to your state Attorney General as a violation of local consumer protection laws.
Can I take Ticketmaster to court if they refuse a refund I’m owed?
Yes, small claims court is an option if Ticketmaster improperly withholds a refund you are legally due based on the event’s policy. For amounts up to $10,000 or less, you can file without a lawyer and have a binding judgement for the refund amount if the court agrees Ticketmaster is in the wrong.